Experience

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  Karrox technologies (computer education and training centre)

  Aug 2006 - Aug 2007

  Customer relationship officer

  • Customer Relationship Officer• Welfare Officer• Liaison Officer for Corporate clients• Daily deposits of customer’s payments (cheque and cash) at the bank.• Weekly preparation of debtors list.• Preparation and Payment of salary and wages account.• Payment of petty cash to staff.• Balancing of daily, weekly and monthly account.• Filling and up to date documentation of staff details.

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  Airtel nigeria

  Aug 2007 - Jan 2010

  Call centre consultant

  • Provide high level Customer Service to subscribers by up-selling the company’s business solutions, products and services over the phone.• Mastery of skills set required in the resolution of 90%-95% of customer quires.• Documentation of customer queries via the Customer Interaction Management System.• Primary interface between the company and her subscribers• Handling Network and customer queries.• Acquired skills in Customer Relationship, Management and Crisis handling• Escalate unresolved customer queries and follow up to ensure a timely resolution.• Conduct Customer Surveys and collate data for feedback.• Coordinator of Welfare Department in the team. Show less

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  Tech mahindra (bpo for airtel nigeria)

  Feb 2010 - Sept 2017

  • Manage and direct the day to day activities & Quality trend of the Contact center to ensure that set targets are met. • Track Call volumes, trends, Voice of Customer, highlights, low lights, support required & Way forward in the Contact center.• Monitor Service Levels, Answering Levels, Abandon rates, Shrinkage & Quality trends in the contact center.• Responsible for monthly and quarterly appraisals and performance review sessions of my Team Leads. • Prepare & Present Monthly and Quarterly Reviews. • Responsible for boost of Morale through bonus, rewards & recognition schemes for the Contact center. • Increased customer loyalty through process improvement plan. • Handled disputes & escalated concerns, terminating employees and administering disciplinary procedures.• Identified staff vacancies and recruited, interviewed and selected applicants. • Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems. Show less

  • Assistant Manager (Customer Service)

    Oct 2013 - Sept 2017

  • Call Centre Team Lead

    Feb 2010 - Sept 2013
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  Tech mahindra

  Feb 2010 - Sept 2013

  Team lead, call centre operations

  • I manage 12-15 associates directly under me as supervisor in the Call Centre.• Manage Team’s attendance and also ensure availability and strict adherence to schedule.• Monitor and provide constant feedback to agents regarding the team Performance and Individual Productivity AND Quality Assessment to ensure optimal service delivery.• Currently responsible for monthly and quarterly appraisals and performance review sessions of agents in my sub-team.• Conduct training, coaching and counseling sessions for my agents to ensure high productivity.• Prepare skill audit and deficiency gaps analysis for agents developmental objectives.• Responsible for boost of Morale through rewards and recognition schemes.• Generate, analyze my team’s daily, weekly and monthly reports for MIS and Call Centre Management review.• Presentation of weekly and bi-monthly report in the call centre.• Develop and review processes and procedures that would aid in the Call Centre Operations.• Responsible for disseminating information necessary for the work - flow processes. • Ensure a smooth and proper running of the Call Centre by reporting application and system downtimes to Call Centre IT Support.• Create and maintain Motivational drives for the Call Centre.• Promote, maintain discipline and escalating disciplinary issues in the team and Call Center. • Customer query resolution and management.• Acquired skills in Customer Relationship, Management and Crisis handling• Follow up on customer escalated issues and to ensure that they are resolved within acceptable timeframes of set Service Level Agreement.• Coordinate team bonding and welfare activities for the team.• Test and monitor existing and emerging products/services to ensure maximum satisfaction/acceptability of usage and exceeding the expectation of the customer base.• Perform Ad-hoc functions that may fall outside the scope of the Job Description as may be required by Call Centre Management. Show less

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  Neetch company

  May 2019 - Aug 2020

  Leading on CX projects, making sure we deliver value to our clients as well as managing CX vendors, driving community engagement across all Neetch Company touch points and facilitating customer contact management trainings.

  • PROJECT LEAD OFFICER, CUSTOMER EXPERIENCE

    May 2019 - Aug 2020

  • PROJECT LEAD OFFICER

    May 2019 - Aug 2020
• 

  Mall for africa

  Aug 2020 - Dec 2021

  Customer service manager
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  Idp education ltd

  Feb 2022 - now

  Victoria Ayobami-Adedeji is a Dedicated, Customer Centric, Result Driven and Highly Enthusiastic Customer Experience Professional who ensures excellent customer service experience, customer satisfaction, customer retention and loyalty are maintained across all customer touch points, increased sales, reduce churn and contribute to company success.

  • Office Manager - Nigeria

    Jul 2023 - now

  • Call Centre Team Leader

    Feb 2022 - Jul 2023